Contact Center Expert

**About the role**:
To Involve in Design, build, run (L3 support) & engineering activities for Cisco contact center and ecosystem portfolio

**Design & **BUILT**:
Ensure technical lead for the Design, deployment and operational support of Cisco Contact Center Solutions:
Produce HIGH & Low Level Design documents

Coordinate Customer Acceptance Testing

Implement & Support UCCE (ICM, CVP IVR and UCCX scripting, Finesse, CCMP, CUIC, Live data reporting), HCS, PCCE, UCCX and Coordinate deployment of all Call Centre adjuncts.

**RUN phase**:
To provide professional technical support and troubleshooting for all issues received related to Cisco CC.

Resolve complex customer issues on Cisco CC and voice recording( NICE / Verint; diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.

Act as high level of technical escalation within Customer Operations and support the internal operational entities toward problem resolution on Cisco CC products.

Provide status updates to CTS. Inform customer on technical progression, if/when required.

Provide Level 3 support in Run Phase for Cisco Call Centre products in the areas of:
Incident Management

Change Management

Availability Management

Release Management

Capacity Management

**Engineering activities**:
Engineering & validation on Cisco CC products

Test of patches, new versions for all Call Centre adjuncts

Beta testing of new functionality; Testing of tools

Technology watch

Coordination with Orange other engineering teams and Cisco R&D

**About you**:
**Responsibilities**:
To Involve in Design, build, run (L3 support) & engineering activities for Cisco contact center and ecosystem portfolio, you will be responsible for providing technical solutions to meet the various needs of our customer. Your involvement will be in full-life cycle of an implementation project, while interacting closely with the team & customer to meet specific needs throughout the project. Ensure technical lead for the Design, deployment, and operational support of Cisco Contact Center Solution

**Key Job Requirement & responsibilities
- **Design & BUILT**
- Develop custom elements using Java
- Integrate IVR with backend CRMs (Sales force, SAP, MS Dynamic etc. ) such as web services, databases, CTI, and reporting
- Well verses with integration of third party CRMS like Sales Force B+S, Service Now, SAP, MS Dynamic etc. with CVP IVR
- Custom Gadget development for Finesse desktop layout, custom screen popup
- Cisco ICM Scripting,
- Strong Hands and knowledge of developing IVR and operational tools using JAVA
- Develop API and Web Services
- HTTP/XML, PHP, APACHE
- Database via SQL, JDBC/ADO.NET (MS SQL Server, Oracle, Informix)
- VXML, SSML, XML, JAVA, J2EE, JSP,.NET, C#, ASP, etc
- Reporting - CUIC, Live Data, Custom report development
- Analyze and Interpret business requirements to identify risks and design appropriate solutions
- Collaborate with project team members to provide input, take scope of work and design specification
- Produce HIGH- & Low-Level Design documents
- Coordinate Customer Acceptance Testing
- Development of monitoring tool for contact center & Recording Eco system Development automation tools which reduce human intervention, save effort and improve availability of product.

**Additional information**:
Must be fluent in English

Interpersonal skills

Ability to carefully plan and co-ordinate work according to a demanding time schedule

Excellent interpersonal and communication skills with the ability to operate in a multi-cultural and cross-functional organisation (eg GRC functional management).

Service oriented, customer focused, and have the ability to resolve complex - problems through a calculated and methodical approach.

Good time management, organizational and communication skills

Ability to work under pressure with ability to deal with multiple tasks.

Ability to coach and mentor peers and subordinates

Good commercial awareness.

Presentation/Report writing skills

Excellent problem solving skills are necessary.

Flexibility in terms of working hours, on call support activities.

**Contract**:
Regular